Sushi Umi (North Vancouver) — Restaurant in North Vancouver

How would you prefer to address this issue? Are there any options you can propose beyond simply offering a refund? If I had wanted just the money refunded, I would have raised the issue with the Saturday order. The reason I let the Saturday order slide is because I believe everyone makes mistakes occasionally. However, making the same mistake repeatedly reflects a lack of skill and responsibility. And How do you propose to ‘solve’ the pain our child has experienced? Don't utter words of irresponsibility that you cannot uphold. Since there's nothing you can resolve anyway, don't even bother trying to solve my problem; why don't you go deal with your own mess?

I feel compelled to provide an unflinching assessment of my recent experiences at this restaurant, as you have been nothing short of unacceptable.

On Saturday, my pickup order was significantly delayed, disrupting my plans for the evening. When it was finally prepared, it was not only late but also inaccurately assembled. The dish I received bore no resemblance to my original order, indicating a serious lapse in attention to detail. Despite this setback, I reluctantly returned on Sunday, hoping for a turnaround.

Unfortunately, Sunday brought more of the same. Once again, my pickup order was delayed, and once again, it was prepared incorrectly. It was disheartening to observe such consistent failures in service and quality control. The repeated errors over the course of two days have eroded any trust I may have had in this establishment.

Even worse, after consuming the meal on Sunday, we noticed our child developed hives, leading us to suspect that we were served food to which we may have allergies. If you're unable to fulfill customers’ orders correctly, perhaps refraining from accepting pickup orders would demonstrate a more responsible approach.

Furthermore, the fact that the staff didn't even seem to know how to apologize for making us wait only adds to the skepticism about the level of responsibility they can be expected to uphold.

Regrettably, I cannot, in good conscience, recommend dining here to anyone. The level of incompetence demonstrated during my visits is simply unacceptable. I urge the management to take prompt and decisive action to rectify these deficiencies and restore confidence in...

I had a very bad experience at this restaurant recently and I doubt I will dine there again. I used to be a frequent customer and I told my friends and family about this place, however after my experience last Sat (Feb 22), I am not inclined to go there or refer anyone anymore. We were a party of 2 and we ordered some rolls to start with and asked the server to leave us a menu to order later. She took all the menus and took what seemed like an excessively long time to come back with only 1 out of the 3 rolls that we had ordered (we ordered a spicy roll and 2 non-spicy rolls to mix together but they brought the spicy roll first followed by a very long pause for the rest). We were not offered any tea the entire time until we asked for it and they brought it near the end. After bringing us the other 2 rolls, the server did not come back at any point to check with us whether our food was okay or if we needed anything else. We kept trying to catch different servers' attention for things that we needed the entire time and they kept ignoring us. Finally they brought us the menu while we were both sitting there starving and after another long wait, they brought us what I think was the wrong roll. I always order spicy tuna roll which has rice on the outside and is a good size. This time I ordered the spicy salmon roll which came as the tiniest maki rolls with hot sauced poured on top. When I finally caught someone's attention (which again took a long time), they just said that this is how they serve it. I was quite upset as another one of the rolls that we ordered prior to that had also turned out to be a maki which I had not expected (their maki rolls are super tiny and not filling at all. I think their menu should specify which ones are maki). At the end when we got the bill, I asked someone to top up my tea (I was so thirsty and had ran out of tea for a long time), they said yes but never brought it. I was still quite hungry did not feel like ordering anything else at this point. What was very frustrating was that they served people that came after us their full order while we were still waiting for our first roll. I felt very neglected and poorly treated. I left the place unhappy and hungry after a long day at work and went home and cooked myself some eggs...

Horrible service for overpriced food! Last night was my first time at Sushi Umi. The restaurant is quite small, and there was a wait to get a table. While waiting, the server handed me a to go menu so I could look at the available dishes. When we were finally seated, I decided to order from that menu because I didn’t see the same options on the regular menu. I ordered a sushi roll that was listed as having 8 pieces on the to go menu. However, when my order arrived, I received only 6 large pieces, which was not what I had requested. I brought this up to the server, and her response was, Yes, our menu is wrong. That was shocking to hear because it’s not the customer’s fault if a business fails to update its menu with accurate information. When I pointed this out, her response was completely dismissive she simply asked, What do you want me to do? Do you want to cancel your order? At that point, I asked to speak with the manager. The server went into the kitchen, but she never returned to follow up with me. I caught her attention again, and when I explained why this was a problem for the business, she showed zero concern. Her only response was, Sorry you’re disappointed. I went ahead and ate the sushi, which was just decent, honestly nothing remarkable. Before leaving, I asked another staff member to call the manager. A different girl came over, and after I explained my experience, her response was just as frustrating: Sorry about that. Yes, our to go menu is not updated. Do you want to cancel the order? At that point, I had already eaten the food, what kind of response is that? Be careful when you order to go as their menu says one thing but the give you a different one. Overall, this was a terrible experience. It’s clear that customer service is not a priority for this restaurant, and they don’t take responsibility for their own mistakes. It’s disappointing to see small businesses in Vancouver overcharging for mediocre food while providing such poor service. I will never be returning...